Lot of people send messages to the support. And they read and answer to each. Yes, it can take a few days for them to read, answer and ask some question, verify the account etc and then act and answer again.

For payment problems, it's generally linked with the partner (paysafacard, paypal,...) and therefore it takes more time.

There is less of 6 hours that you said that you were going to write them... and at this time, it's only 6.00am for the Virtys Team (they leave in Quebec). I hope they have sweet dreams at the moment